Tech Support Spec 2

Troy Design Manufacturing Company•Plymouth, MI

About The Position

Diagnose, trouble-shoot and resolve technical and end-user problems in a customer service oriented environment. Install, maintain and support software, hardware and peripherals running on local and wide area networks. Provide administrative support as required. Must be able to adapt and work well in a strict and secure operating environment. Afternoon Shift

Requirements

Skill level associate with 1-2 years college course work in Business, Information Technology or related fields, and 5 years hands on experience in same or similar position or its equivalent.
Proven ability to resolve problems efficiently, recognizing customers' competence levels and their priority, and able to approach each level appropriately.
Superior working knowledge of Windows O/S and Microsoft business applications.
Good understanding of networking fundamentals, and computer hardware and peripherals.
Formal training in Windows O/S Administration.
Effective written and verbal communication skills

Nice To Haves

Certification as a Microsoft Certified IT Professional (MCITP)
Certification as a Microsoft Office Specialist (MOS)
Skill level normally associated with an Associates or Bachelor’s Degree in Computer Science or related fields and 5-7 years of experience within the Information Technologies field.

Responsibilities

Respond to telephone, e-Mail, and Help Desk initiated requests for technical support, with follow-up trouble-shooting, research, and resolution within departmental SLA’s.
Log and track issues using a Help Desk database, and maintain history records and related problem documentation in an online knowledge base.
Deploy, install, and test computer hardware, software, and peripherals using a documented process.
Monitor and execute data transmittal requests, customer follow-up with any transmittal errors or issues.
Track and maintain departmental assets and report out in a quarterly metric.